Open Mortgage

The customer has been contacted,  the work order request was forwarded to a contractor and to the property owner for approval.  The tenant was informed that updates from our company and follow on inquires by tenants should utilize the online tenant portal.  The previous vendor stated...

that he could not get in contact with the tenant and the tenant did not communicate with the office that his service request had not been answered and that he found the switch to turn the appliance on.  We are creating additional notifications and time tracking to ensure that customers are serviced.

Complaint: [redacted]I am rejecting this response because:The amount of money we spent to make repairs were in addition to the American Home Shield (AHS) Warranty.  With the two years I provided the repairs equate to $1,864.21.  It does not include the refrigerator we replaced last December.  This is a document you all created if it not clear and subject to interpretation that just substantiates my case that you should be providing actual invoices from the vendors and not invoices you all create.  I can tell you for a fact that AHS was not always paid through your company because they personally sent us invoices.   Why would I ask you for an invoice from AHS when they sent me their invoices. As a Property Manager I should not have to ask you to provide me with an invoice which we have asked for since January of 2017 and we have yet to receive any invoices.  If it is a legitimate charge then you should be able to produce an invoice that was not created by your company. [redacted] you are delusional the repair amount alone on the July 2016 invoice was $1245.50.   I asked your office for the invoices back in January of  2017.  I proceeded at that time to also ask for a copy of the invoices for all the repair cost we incurred for 2016 for our taxes especially the attached one (the maintenance and repairs you all alleged you did on the July 2016 statement in the amount of $853.00, or the $225.00 carpet cleaning fee, $50 for the plumbing, or the $66.50 for the locksmith on the same statements.  I am not making this stuff, everything I am asking you for stems from a valid requirement.  I am not just asking you this stuff for the sake of asking you.   I have written documentation to support my claims and [redacted] does a really good job at trying to deflect the conversation off the things he should be focusing on, let's get off AHS and get back to what your company is not doing like the items we asked you all to resolve with our transition.The fact of the matter is the written agreement was you all stated you would provide my Realtor with the remaining components to complete the transfer on 1 June and you ended up mailing them before that date to the property in question addressed to me via certified mail when you knew I did not reside at that address.    Before my Realtor came to collect the items on 2 June (after you all retrieved the undeliverable box from the post office) one of two things happened...either you did not provide all the items in the box you mailed or you opened the box and took some items out because when you gave her what you wanted to give her she did not have all of our stuff. Your organization called her back again on/or around 3 June to come get the remaining items because you had a second back up package you all kept so you stated.  Who keeps a back up box if you are transitioning a property over you will no longer manage, why do you need a back up? In terms of the close out package you should really read your email before you continue to tell any additional lies.  You stated in your email that you emailed those documents to me.   When I informed you that I did not receive the email and requested you to resend them you never said anything back to me.   I never told you to make a copy to provide to my Realtor because to the best of my knowledge you emailed them to me. I never asked to you copy anything I simply asked to you transition over all the items you have associated with our property to my Realtor.  In terms of the box you sent, that you all retrieved from the post office I asked you to provide the unopened box to my Realtor since it could not be forwarded.   Now how you ended up with I asked you to copy the contents of the box from my request for you all to provide the unopened box to my Realtor leaves me speechless.  This is how it got to the point that I would only communicate with you all in writing.    Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because my complaint is still unresolved.  What are you doing to address the issues? 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The amount of money we spent to make repairs were in addition to the American Home Shield (AHS) Warranty.  With the two years I provided the repairs equate to $1,864.21.  It does not include the refrigerator we replaced last December.  This is a document you all created if it not clear and subject to interpretation that just substantiates my case that you should be providing actual invoices from the vendors and not invoices you all create.  I can tell you for a fact that AHS was not always paid through your company because they personally sent us invoices.   Why would I ask you for an invoice from AHS when they sent me their invoices. As a Property Manager I should not have to ask you to provide me with an invoice which we have asked for since January of 2017 and we have yet to receive any invoices.  If it is a legitimate charge then you should be able to produce an invoice that was not created by your company. [redacted] you are delusional the repair amount alone on the July 2016 invoice was $1245.50.   I asked your office for the invoices back in January of  2017.  I proceeded at that time to also ask for a copy of the invoices for all the repair cost we incurred for 2016 for our taxes especially the attached one (the maintenance and repairs you all alleged you did on the July 2016 statement in the amount of $853.00, or the $225.00 carpet cleaning fee, $50 for the plumbing, or the $66.50 for the locksmith on the same statements.  I am not making this stuff, everything I am asking you for stems from a valid requirement.  I am not just asking you this stuff for the sake of asking you.   I have written documentation to support my claims and [redacted] does a really good job at trying to deflect the conversation off the things he should be focusing on, let's get off AHS and get back to what your company is not doing like the items we asked you all to resolve with our transition. The fact of the matter is the written agreement was you all stated you would provide my Realtor with the remaining components to complete the transfer on 1 June and you ended up mailing them before that date to the property in question addressed to me via certified mail when you knew I did not reside at that address.    Before my Realtor came to collect the items on 2 June (after you all retrieved the undeliverable box from the post office) one of two things happened...either you did not provide all the items in the box you mailed or you opened the box and took some items out because when you gave her what you wanted to give her she did not have all of our stuff. Your organization called her back again on/or around 3 June to come get the remaining items because you had a second back up package you all kept so you stated.  Who keeps a back up box if you are transitioning a property over you will no longer manage, why do you need a back up?  In terms of the close out package you should really read your email before you continue to tell any additional lies.  You stated in your email that you emailed those documents to me.   When I informed you that I did not receive the email and requested you to resend them you never said anything back to me.   I never told you to make a copy to provide to my Realtor because to the best of my knowledge you emailed them to me. I never asked to you copy anything I simply asked to you transition over all the items you have associated with our property to my Realtor.  In terms of the box you sent, that you all retrieved from the post office I asked you to provide the unopened box to my Realtor since it could not be forwarded.   Now how you ended up with I asked you to copy the contents of the box from my request for you all to provide the unopened box to my Realtor leaves me speechless.  This is how it got to the point that I would only communicate with you all in writing.     
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The move out inspections are only a small portion of the documentation we have been requesting.  We will update the Revdex.com once Emily's Rentals complies and sends all relevant information to include contractor repair invoices, all receipts, all payments, inspection reports, tenant complaints, and other records pertaining to [redacted]
Regards,
[redacted]

This letter is in response to your letter dated September 8, 2017, a copy of which has been provided for your convenience. We have reviewed and investigated the items outlined in your letter. The gentlemen's car was towed for parking after midnight without a parking permit or written management...

approval. We have signs posted at the entrance and at various locations throughout the community stating this. I have included a few pictures of these signs. I have also included pictures of his car, taken by the towing company prior to towing, showing no permit posted on the windshield as required. I have also attached a copy of our Rules and Regulations, highlighting the parking area requirements. Our tow company is currently servicing all communities in the Austin area. Per TDLR, Texas Department of Licensing and Registration, any complaints about the tow company should be addressed on their website as well as any requests for reimbursement. I will consider these items to be closed. Please feel free to contact me with any questions. Sincerely, [redacted]
[redacted]

The folder was closed in less than 30 days and the final accounting statement was mailed via USPS to the address provided by the tenant.  At that time the tenant had an outstanding balance due after applying the security deposit.  A second copy of the Security deposit and accounting form was emailed to the tenant at her request and I personally reviewed the charges with her on the phone.  The tenant did send some photos of the property which allowed me to make an adjustment to the closing statement.  The appliance repair charge of $192.69 , the $10 service fee , and the landscaping charge of $65 are going to be refunded as part of the revision.  However, the maintenance charges for the pet damage, patching of nail holes , painting , cleaning, carpet cleaning & pest control are going to stand.   Photos of the property condition are attached, unfortunately a photo cannot describe the extensive oder of pet urine / feces

The sales agent has had the access to the property since she picked up the key on 12 May.  We have closed out the owners portfolio and have refunded the remaining balance of the owners reserve.  We do not have possession of any "Bose" unit.  Any components left in the property were there when the agent took possession of the property.

Complaint: [redacted]I am rejecting this response because:The portfolio minimum has not been returned nor has the BOSE Sound System with the remote been transferred to our Realtor.   I am not aware of any USPS packages nor do I care because [redacted]/Emily’s Rentals should not have attempted to mail the items for the transition as they agreed to pass the items off to my Realtor on 1 June 2017.  The agreement was they would schedule a time for her to collect everything not for Emily’s Rentals to mail anything nor for them to keep a backup copy of anything they were transferring.   Our Realtor has had a key to the property since the end of May at our request for Marketing Assessment purposes.  That does not have anything to do with [redacted]/Emily’s Rentals not returning our portfolio minimum nor the Bose Surround System and remotes.  It also does not have anything to do with them mailing items they agreed to physically transfer.   So whatever games they are playing by sending UPSP packages to undeliverable addresses does not remove their liability for the missing items that they have not returned.  Regards,[redacted]

Initial Business Response /* (1000, 9, 2016/11/16) */
I speak to about 50 to 100 people per day and cannot possibly remember every customer or vehicle that they are talking about that was sold. I have sold many Lincoln LS in the past. The correct way for me to understand who she was, would be to...

say Hi, [redacted] this is [redacted] the lady that bought the black Lincoln LS on 06-20-2016. When Mrs. [redacted] came to view the Lincoln LS, she stated that she was and wanted to take the Lincoln LS to her mechanic and get it checked out by her mechanic before purchasing. I never denied this right to have the car checked out by who she wanted. She brought the car back and proceeded to tell me that she would be purchasing the vehicle. Her boyfriend, or husband made a deal with me to replace one of the tires in the back. This was performed at [redacted] which has been in Business for over 30 year. I actually put 2 matching tires on the back of the car after her significant other said he was paying for one of them so they would match and then changed the story when completing the sale and I ended up paying for both. I then proceeded to take the car to the inspection facility and have it state inspected which is required by law for all Missouri Dealers to complete. [redacted]'s significant other asked if she wanted the car and she said yes. He then proceeded in taking out the [redacted] in cash from his backpack and paid for the car. I am not sure when I first heard of anything about the car, but it was not 10 days form the sale. It was quite a ways in time. The car was delivered with all required paperwork: The Missouri Title Application, Byers order/Bill of sale, Buyers guide, Inspection, and title. Things happen to use cars unfortunately. Dealers buy the cars the same exact way the customer does and fix as many issues as possible before the customer is even offered the vehicle for sale. Nothing was hidden from [redacted]. She loved the car and made an adult decision on her own to by the car. There was no persuasion or force to purchase the vehicle. I had the tire problem fixed like her and her significant other requested. The sale was completed legally.
Initial Consumer Rebuttal /* (3000, 11, 2016/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never took the Lincoln to any mechanic. I have ALL the evidence from all 3 mechanics that have worked on this car. Each mechanic has been in business over 50 plus years. One of the mechanic's is the Head Supervisor of one of our countries major car industries. All are willing to speak with you on how dangerous this car is and how it could have injured or killed me and my family. The mechanic's have also kept the parts that were on the car to show evidence of what they are talking about. If I would have taken the Lincoln to a mechanic, I would have NEVER bought this vehicle. It was a lemon and [redacted] knew it. I contacted him 10 days after I purchased the car and explained to him the difficulties we were having with it and he blew me off. I still have the text messages between us on my phone. It was exactly 10 days after the purchase. Text messages and evidence don't lie. I even contacted [redacted] a few days ago via text message and said I would even settle for what we paid for the car and he could have the car back and again it fell on deaf ears. Please Revdex.com help us. We feel victimized.

The entire close out package was emailed to the owner and a copy was given to her Realtor.  USPS has not returned the original package.  Please let me know if there are any specific invoices that a copy is needed.  We are in the process of the final close out of the owners portfolio Thank you and good luck with the sale of your home

Complaint: [redacted]I am rejecting this response because my complaint is still unresolved.  What are you doing to address the issues?  Regards,[redacted]

Mr [redacted] was a quality tenant and we would accept him as a tenant in the future.  While in the property he paid the rent on time and maintained the yard and left the property in very good condition when he left.  However, there are a few items that he is in error.  Our property...

inspections are on an annual basis, NOT six months.  Hs would have been preformed at his renewal or in this case his move out.  His inspection was preformed by a 3rd party inspector, that documented all items of the property.  This included thrash in his trash can.  He was NOT charged for any trash pick up.. The owner had left trash in the container issued by the city also.  This is understandable since the city trash service is on a weekly basis.  It would be unreasonable on our part to expect the container to be empty and clean, and would be an addition financial burden on both owners and tenants.  He was charged $20 for work orders that he placed during the term of his lease.  He was charged $136 for the pet damage to the rear door that was NOT noted on the inventory condition form completed by the tenant, but was identified at the move out inspection.  The  owner stated this damage was not existing. Had they informed us that this condition was present we would NOT have charged the tenant. The property was marketed for lease while the owners were still occupying the home and had shown the home to the tenant.  I would welcome the tenant to review their file with me at the office at a scheduled time. [redacted]Broker, Emily's Rentals

The property owner terminated the management contract and moved back into the property.  They instructed the management company to transfer the security deposit and aknowledged that they would notify the tenant of and deductions.  The security deposit was transfer and the proper...

notification was sent via USPS to the previous tenant.  The tenants lease was with our company on behalf of the property owner.  The property owner is still responsible under the Texas property code to account for the deposit to the tenant.

Initial Business Response /* (1000, 13, 2016/12/28) */
For the matter regarding the 2006 Volkswagen Jetta, the duplicate title for this said vehicle has finally arrived from the State of Missouri and customer [redacted] is picking the title up as well as some of the repairs that were...

mentioned, Sunrise Auto are further investigating into those also. Be it also mentioned that [redacted] has blew everything out of proportion and made false statements and is not even on the vehicle paperwork when purchased. When Sunrise Auto began speaking to [redacted] (which purchased the car) we together were able to speak and take care of things as adults.

I will review the move out file, any items that were charge to the tenant on her move out was based upon the condition of the property when she left compared to the move in inventory condition form that she filled out when she took possession of the property.  She was required by her lease to...

have the property cleaned , carpets cleaned and the property sprayed for pest.

As I stated , I will be glad to discuss this matter with the past tenant anytime from the 28th I will not be available until then.  If there are any charges that need to be adjusted then I would gladly do so.   [redacted]